Tech Support by Phone -- understanding how we now provide support

Our technical support model has shifted to be a web / email first approach, which gives our clients in different time zones (especially around the world) a chance to get questions answered around the clock.

While we request a minimum of one business day turnaround for support requests, our current response time is approximately 1.5 hours -- far better than the 18 hour turnaround for similar companies. Our techs typically review support requests AFTER HOURS, on WEEKENDS, and on HOLIDAYS -- so please don't panic if you have an issue at a time where you might not expect a quick response.

WHY YOU WILL LOVE SUPPORT VIA SCREEN SHARING:

If there are technical issues that we can't resolve via email, we always have the ability to do a screen sharing session using TeamViewer to fix problems that can only be addressed if we were looking at your computer. We do this together -- we are not snooping around on your computer without you seeing everything we are doing.

When we do a screen sharing session, we also enable audio so we can speak directly with you over your computer's audio. All Windows laptops and all Macintosh computers DO have built in audio). If your computer has no microphone, we will set up a dial-in phone number for you.

Screen sharing has very big advantages to you: a typical phone support call that used to take 30 to 60 minutes to resolve a complex issue can now be done in 10 to 20 minutes. That not only saves us time, it saves YOU the same amount of time!

For Dramatica theory-related questions, we have always done that support via email (dramatica@screenplay.com), since that has to go to people trained in the Dramatica theory.

Previously, with two support technicians answering phones, a few long support issues could block out most of our support line time for the day. That didn't serve the vast majority of our clients.